A nurse uses her experience to guide members through their own journeys

Published March 8, 2019

Doctors and family members help patients cope with serious medical diagnoses and injuries every day. But sometimes patients need another level of support. Blue Shield of California developed the Shield Concierge team to provide that support and, ultimately, improve members’ health. They staffed the concierge team with: 

  • nurses
  • health coaches
  • experts in coordinating clinical care
  • pharmacists who can help review medications

The team fields calls on a range of issues – from insurance coverage to recommended treatments to home care options after major surgery. One of the team’s newest members, Mercedes Munoz, brings something more to the table: her own three-year journey through breast cancer treatment.

Read more about how Mercedes Munoz’s own breast cancer experience helped her become the “go to” nurse case manager, as an advocate, advisor and empathetic ear, for other breast cancer patients.

Blue Shield of California is an independent licensee of the Blue Cross Blue Shield Association, an association of independent, locally operated Blue Cross and Blue Shield companies.